call centre manager
Title posted on indeed.com -
Manager Call Centre
Posted on
May 27, 2024
by
Employer details
Wireless DNA Inc.
Job details
We are seeking an experienced and results-oriented Manager/ Team Leader to set up and oversee Call Centre operations. This role will be responsible for managing a team of agents, driving performance, and ensuring the successful setup and operations of call centre. The Team Leader/Manager will play a crucial role in maintaining the quality of calls, setting key performance indicators (KPIs), and providing accurate reporting. The agents will be contacting the customers who have signed up with Wireless DNA overseas and at the airport. The successful candidate will have a strong background in call centre management, exceptional leadership skills, and a focus on delivering excellent customer service.
Responsibilities:
Call Centre Setup and Operations:
* Lead the setup of the call centre, ensuring all necessary infrastructure and systems are in place.
* Develop and implement efficient processes and strategies to optimize call centre operations.
* Manage a team of agents, providing guidance, support, and performance management to achieve targets.
* Implement call centre technologies and dialer systems to enhance efficiency and productivity.
Performance Management:
* Set clear performance goals and KPIs for call centre agents.
* Monitor and evaluate agent performance, providing coaching and feedback to drive continuous improvement.
* Ensure compliance with call centre policies, procedures, and industry regulations.
* Implement quality assurance measures to maintain the quality of calls.
Customer Service Excellence:
* Foster a customer-centric culture within the call centre, emphasizing exceptional customer service.
* Handle escalated customer issues, ensuring effective resolutions and customer satisfaction.
* Identify opportunities for improving the customer experience and implement strategies to enhance customer engagement and loyalty.
Reporting and Analysis:
* Develop and maintain reporting mechanisms to track and analyze call centre performance.
* Generate regular reports to evaluate call volumes, response times, conversion rates, and customer satisfaction.
* Utilize data-driven insights to identify areas for improvement and make informed decisions.
Team Leadership and Development:
* Provide strong leadership and guidance to the call centre team.
* Coach and mentor agents to enhance their skills and performance.
* Conduct performance evaluations, provide constructive feedback, and support training and development initiatives.
* Support recruitment and onboarding activities to build a high-performing team.
Qualifications:
* Minimum of 5 years of experience in call centre management or a similar role.
* Proven track record in setting up and managing successful call centre operations.
* Strong understanding of call centre technologies, processes, and best practices.
* Excellent leadership and people management skills.
* Analytical mindset with the ability to analyze data and make informed decisions.
* Exceptional communication and interpersonal skills.
* Knowledge of customer service principles and practices.
* Familiarity with call centre technologies and dialer systems.
* Strong organizational and time management abilities.
Job Type: Full-time
Benefits:
* Dental care
* Extended health care
* Paid time off
Work Location: In person
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LocationNorth York, ON
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SalaryNot available
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Terms of employment
Full time
- Start date
Starts as soon as possible
- vacancies
1 vacancy
- Source
indeed.com
#9296408017
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